Refund policy
Returns and Exchanges of Orders
All products can be returned or exchanged within 14 days from the delivery date, provided they are in their original condition and packaging (unused, including all accessories).
Return Cost
Returns and exchanges* for products from Italy are free of charge. For the rest of Europe, the cost of the return shipping will be deducted from the refund amount, depending on the shipping cost.
*The first exchange of products within Italy is free; for the second or subsequent exchanges, the shipping cost must be paid.
Return Process
- REQUEST FOR RETURN OR EXCHANGE OF THE ORDER:
Log in with your email on our online store, or access it here, find the product to return in the order history, select the product, and confirm your return request by filling in the required information. If you wish to exchange a product, indicate the model, color, and size of the item you would like in the description. You will receive an email with the return label to affix to the package. In the case of an exchange, you will receive the refund amount or the difference to pay according to the new product's price.
- PACKAGE PREPARATION:
Prepare the item as you received it, using the same packaging and including all accessories, and close it securely. Affix the received label to the outside of the package.
- SEND THE PACKAGE:
Deliver the package to the courier or to the designated drop-off points if they offer this option. We recommend ensuring that the courier scans your package upon pickup to guarantee tracking of your return. Keep the shipping receipt until the return has been fully processed.
- RETURN PROCESSING:
Once the item is received in our warehouse, we will inspect it, and if it has arrived in the same condition it was sent, we will proceed with the requested type of return. Please note that the process may take a few days from when the courier picks up your order to when we complete the requested return.
Once your package is received at our warehouse, our teams will conduct a quality check in the following days. If the return meets the refund conditions, you will be notified by email, and the refund will be issued to the original payment method within 14 days. In the case of an exchange, the new item will be prepared and shipped.
Conditions for Returned Products
Items must be returned in their original condition (unused, unwashed, undamaged) and with their original tags. Austral Roma reserves the right to reject a return if these conditions are not met.
Refund Policy
If you paid by card: You will receive a credit to your account, which you can verify on your statement. For credit card purchases, the settlement date of the payment is not dependent on us.
If you paid by PayPal: You will receive the credit in your PayPal account.
If you paid by financing the purchase with Klarna: We will notify Klarna of your return, and they will process the corresponding refund, informing you via email.